Help Desk Level II

Qualifications:

• 2-3 years of experience in a helpdesk role within an MSP environment.
• Proficient in Active Directory user management and Office 365 administration.
• Strong troubleshooting skills for hardware, software, and basic networking issues.
• Experience in setting up and configuring computers, laptops, VoIP phones, and Copiers/MFPs.
• Familiarity with security best practices, domain security policies, and group policies.
• Experience setting up and configuring 2FA for enhanced authentication.
• Knowledge of software and hardware lifecycle management.
• Excellent communication and customer service skills.
• Ability to work collaboratively with team members and clients.

Responsibilities:

Technical Support

• Review and resolve incoming service tickets via telephone, email, etc.
• Provide level 2 support for all client tickets.
• Troubleshoot and administer Office 365.
• Manage accounts in Active Directory for various clients.
• Implement and manage domain security policies.
• Work with group policies to ensure security and compliance.
• Provide desktop support, including troubleshooting and setting up workstations.
• Configure and set up VoIP phones.
• Troubleshoot and configure Copiers/MFPs (Scan to folder & Email).

Security Management

• Implement and manage domain security policies to enhance overall security.
• Work with group policies to enforce security measures and compliance.
• Set up and configure 2FA for enhanced authentication.

Service Coordination and Communication

• Coordinate and schedule IT support tickets to ensure maximum utilization of billable resources.
• Communicate with customers as necessary, keeping them informed on service ticket progress.
• Exhibit the ability to work on multiple priorities and/or projects simultaneously.
• Customer Interaction and Support
• Provide excellent listening and communication skills, both verbal and written.
• Work alongside senior engineers for exposure to project-based work.
• Perform on-site work for clients, including traveling to various customer locations for tasks.
• Ensure timely updates, patches, and upgrades to software where automation is not possible.

Documentation and Organization

• Stay organized, detail-oriented, and self-motivated.
• Maintain detailed documentation for each service call/ticket.

Job Type: Full-time

Pay: $55,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends
• Weekdays

Work Location: In person